Set Up Program Participant Intake Tracking

Turn On and Set Up Track Applications

Add the Application data model and Application Form page to your org by turning on Form Framework and Create and track applications, and assigning the necessary user permissions. These settings save time by enabling intake coordinators to manage participant intake in Salesforce and track all application materials in one place.

1. From Setup, in the Quick Find box, enter Program and Benefit Management Settings, and select it.
2. Turn on Create and track applications.
   This feature can’t be turned off.
3. In the Quick Find box, enter Form Framework Settings, and select it.
4. Turn on Form Framework.
   This feature can’t be turned off.
5. Create a permission set that includes these permissions.
   • Create and Edit access to Action Plan
   • Read access to Action Plan Template
   • Access to the fields on the Action Plan and Action Plan Template objects
6. Assign the appropriate user permissions to all users who complete participant intakes.
   1. In the Quick Find box, enter Permission Sets, and select it.
   2. Assign these permission sets and permission.
      • Advanced Program Management
      • Track Applications
      • Form Framework User
      • Action Plans
      • The new action plan permission set that you previously created
      • Flow User
   3. Assign other permission sets based on your organization’s intake process, for example:
      • To capture client notes on the Application form page, assign the Interaction Summary and Omnistudio User permission set.
      • To complete assessments on the Application Form page, assign the Industries Assessment and Omnistudio User permission set.
      • To view inbound referrals and create outbound and internal referrals during the intake process, assign the Case Referral permission set.
      • To create cases and case program records when completing an application assign the Care Plans Access permission set.
7. Update the values for the Stage field of the Application Form object.
   1. From the Object Manager settings for application form, go to Fields & Relationships.
   2. Click Stage.
   3. In the Stage picklist values list, click New.
   4. In the text box, enter one value for each application stage in your process, for example:
      • New
      • In Progress
      • On Hold
      • In Review
      • Withdrawn
      • Complete Enrolled
      • Complete Not Enrolled
   5. Delete any values that aren't relevant to your organization.
8. Update the values for the Status field of the Application Form Evaluation object.
   1. From the Object Manager settings for application form evaluation, go to Fields & Relationships.
   2. Click Status.
   3. In the Status picklist values list, click New.
   4. In the text box, enter these values:
      • Eligible
      • Not Eligible
      • Information Needed
        

        Note The Create Application and Evaluate Applicant Eligibility for Program flows reference these values. If you modify the values, you must update the references in the flows too.
   5. Click Save.

Turn On Compliant Data Sharing for Applications

1. In the Quick Find box, enter object enablement settings, and under Compliant Data Sharing, select Object Enablement Settings.
2. Turn on Compliant Data Sharing for CRM users and for Experience Cloud users for the Application Form, Application Form Evaluation, and Intake Form Section objects.
3. Go to user profiles and grant users create, read, edit, and delete permissions on the Application Form Participants, Application Form Evaluation Participants, and Intake Form Section Participants objects.

Set Up the Intake Checklist

To specify the information to collect during the intake process, create an intake checklist using Form Framework. In Form Framework, an intake form section record represents an item in the Intake Checklist on the Application Form.

1. Create a form by using Form Framework.

   Before you create forms, you determine the information that you need for each program. We recommend maintaining consistency across programs whenever possible. For each form, you create a Flow, Omniscript, or Flexcard to collect the required information. Forms can have multiple sections or application phases.

   Furthermore, to collect documents during intake, we recommend using the Related Files component in a flow.

   1. Create application render methods for a form.
   2. Link application render method to an application stage definition for a form.
2. Create an Action Plan Template, where the target object is Application Form.

   If needed, fill in the Parent Template field. This field establishes a hierarchy of action plan templates. The Create Program Application Flow uses this hierarchy to create the complete list of forms required for a set of programs without duplication, and enables you to maintain fewer forms.

3. In the new action plan template, create the intake checklist.
   1. Click New Intake Form Section.
   2. Fill in the fields.
   3. Save your changes.
   4. Repeat these steps for each section.
   5. To reorder the sections, click Reorder, and then drag the sections or use the arrow keys.
   6. Save your changes.
      You can’t change the contents of a template after you publish it.
4. Relate the action plan template to a program.
   1. In the App Launcher, enter Programs, and select it.
   2. In the All Programs list, click the name of the program to relate to the action plan template.
   3. In the Action Plan Template field, select the action plan template.
      The action plan template specifies the items that an applicant must complete before applying to a program. If this field isn’t on the Program record page, you can ask your Salesforce admin to grant you field-level access to it.
5. To enable users to see the action plans in addition to the intake form sections, perform these steps.
   1. Go to the Application Form page in Lightning App Builder.
   2. Add the Action Plan List component to the Supporting Materials tab.
   3. Save and activate the record page.
6. Modify the compact layout of the Intake Form Section object.
   The fields in the compact layout of the object are visible in the intake checklist in the Intake Lightning app.
   1. From the Object Manager settings for Intake Form Section, go to Compact Layouts.
   2. Click New.
   3. Enter a label, for example, Intake Checklist layout.
   4. Enter a name.
   5. In the Available Field list, select Status and Due Date, and then click the Add arrow.
      The fields appear in the Selected Fields list.
   6. Save your changes.
   7. Click Compact Layout Assignment.
   8. Click Edit Assignment.
   9. In the Primary Compact Layout dropdown, select the layout you created.
   10. Save your changes.
7. Add the Form Section component to the Intake Form Section record page.
   1. Navigate to an Intake Form Section record with a value in the Application Stage Definition field.
   2. From the Setup menu, select Edit Page.
   3. Select the Tabs component, and add a tab with the tab label Form Section.
   4. Drag the Form Section component onto the new tab.
   5. Set the Render Method to Edit.
   6. Save your changes.

Review the Create Program Application Screen Flow

Streamline the creation of a new application for an applicant applying to one or more programs with the out-of-the-box Create Program Application screen flow. The flow creates an application form and application form relations that connect the application form to each program that the applicant is applying to. Additionally, the flow creates action plans and intake form sections that specify the information that the intake coordinator must collect from the applicant for each program. For more than one program, the flow also uses the parent and child action plan templates related to the programs to create one list of unique forms.

1. From Setup, in the Quick Find box, enter Flows, and select it.
2. In the All Flows list, click Create Program Application.
3. Update the flow as needed.
   For example, if your organization doesn’t use referrals, you can remove the Referral field from the Collect Application Details screen or configure the flow to set the Application Form Stage value.
4. Save your changes.
   Because this is an overridable flow, your changes override the existing flow by default.

Review the Intake Lightning App Home Page

The Intake Lightning App home page brings together all the pieces of an applicant’s program intake. Review the page to ensure that it provides the information your intake staff need to keep applications running smoothly.

1. In the App Launcher, enter Intake, and select it.
   The Intake Lightning app appears.
2. If you don’t see the home page, select Home in the navigation menu.
3. Review the page configuration, and update it as needed to fit your organization’s workflows.
4. To remove the New button and show only the Create Application button, which launches the Create Application flow, perform these steps.
   1. From the Object Manager settings for application form, go to List View Button Layout.
   2. In the action menu for List View, click Edit.
   3. Deselect New.
   4. Save your changes.

Review the Complete Program Application Screen Flow

To create all of the records required to complete an intake, configure the out-of-the-box Complete Program Application screen flow. The flow completes the intake process only for the programs that the applicant is eligible for. More specifically, the flow enrolls the applicant in all eligible programs and creates a case for enrollment management. It creates a case program record for each program that the applicant enrolls in and a case applicant record for the related account. It sets the completion date for the application form and the Eligibility Last Verified Date field on the new program enrollment records. If there are programs related to the application form that the applicant isn’t eligible for, the flow doesn’t enroll the applicant in those programs.

1. From Setup, in the Quick Find box, enter Flows, and select it.
2. In the All Flows list, click Complete Program Application.
3. Update the flow as needed.
   For example, you can configure the flow to set the Stage field on the Application Form record. If your organization doesn’t use cases, you can remove the portion of the flow that creates case, case program, and case participant records.
4. Save your changes.